Customer Service Manager

Customer Service Manager

Join the Gaco team, a trusted name in building envelope solutions with a heritage dating back to 1955. We're seeking a Customer Service Manager who's ready to be part of a company committed to formulating everyday success for every customer through innovative, reliable products used to adhere, seal, and protect at every level of the building envelope.

Position Summary: The Customer Service Manager directs, manages and supports all aspects of the Customer Service function.

Responsibilities:

• Directs, manages and supports all aspects of Customer Service function which includes oversight of all operations and deliverables associated with creating a "Best in Class" Customer Service Program
• Anticipates the impact of the changing business environment on customer service
• Develops strategies and implements programs to meet growth objectives
• Evaluates on-going needs for customer service systems
• Establishes high service standards and creates metrics to measure performance and monitor productivity
• Evaluates Customer Service's operating procedures, and makes changes to improve accuracy, efficiency or reduce waste and expense
• Communicates roles, responsibilities, priorities and performance expectations to team members to ensure a highly productive team
• Provides direction and coaching for staff professional development

Accountabilities:

• Develop and launch strategic solutions and consistently meet Customer Service goals
• Accuracy and timeliness of Customer Service transactions
• Efficiency and effectiveness that available resources are used to achieve operational goals for Customer Service
• Productivity and morale of staff
• Ensure quality of Customer Service training
• Adherence to company policy and procedures

Authorities:

• Initiate tasks within established guidelines
• Analyze and improve departmental processes
• Enforcement of departmental policies
• Hire, reward and discipline employees

Complexity:

Work is performed with minimum of direction and supervision: has significant latitude in determining work objectives and goals. Regular use of independent judgment is required. Erroneous decisions and/or failure to get results may cause serious delays or substantially increase costs; may cause poor employee or customer relationships.

Education, Experience and/or Skills Required:

• Bachelor's or Associates degree preferred and five to seven years related experience, including three years in a management role specifically in customer service environment
• Experience in manufacturing is required
• Demonstrated ability in building and maintaining a high performing team
• Proven ability to communicate effectively with people at all levels of the organization in multiple functions
• Must demonstrate a passion for process improvement, innovation, and providing a quality customer experience
• Ability to analyze data, prioritize resources, and deliver on a vision in a highly competitive and rapidly changing environment
• Must possess excellent analytical, critical thinking and problem solving ability
• Strong aptitude with Microsoft Excel, Word and PowerPoint
• Set priorities that support strategic direction
• Stay informed and act on information about customer needs

Physical / Mental Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regularly required to sit, stand, bend, reach, climb and move about the facility. Regularly utilizes depth perception, peripheral vision and close focus. Regularly operates a computer, computer accessories and phone equipment. May occasionally lift up to 20 lbs. Occasionally stoops, kneels, reaches, fingers, and carries. Ability to hear at normal speaking levels.

Working Conditions:

Office setting / Warehouse floor